Listening to the voices of older patients: an existential‐phenomenological approach to quality assurance

Summary• The motivation behind this study was a desire to gain access to the experiences of elderly people receiving nursing care in hospital. Previous experience with quantitative approaches to quality assurance had led to dissatisfaction with their neglect of the patient perspective or reliance on patient satisfaction questionnaires. • An existential‐phenomenological approach was used in an attempt to reconstruct patients' experiences as reported in their own words. • Themes which emerged from the data and are reported here focus on ‘routine geriatric care’, ‘care deprivation’, ‘depersonalization’, and ‘geriatric segregation’. • The findings are discussed against the background of literature about nursing care of elderly people. It is suggested that in the setting studied, limitations posed by past management deficiencies, under‐staffing and poor physical environment contributed to the situation reported. Trained nurses felt they worked hard to give the best care they could but, with a high ratio of untrained staff and lack of continuing education, they were aware that their levels of achievement were far from ideal. • The study demonstrates that, with an appropriate methodology, it is possible to gain access to how patients' experience their care and in this sense the attempt to ‘listen to the voices of patients’ was successful and gives pointers to developing more patient‐sensitive quality‐assurance processes.